I have never had a worse experience at a hotel at any level or any brand. My best friend and I stayed there for 5 nights and was the most miserable 5 nights of my life. Unfortunately, I am in a wheelchair due to a work accident and have developed an extremely painful nerve disease as a result of the accident. I was completely disregarded, looked over, treated in an extremely condescending manner to the point that all I did was lay in bed crying. I did not get to take advantage of the hotel, it's offerings, it's location, anything. Started the minute I checked in until I left. I even called the front desk two days into my stay and said I had an emergency at home and could I please check out and not be charged the remaining time. I was very rudely told no (as I was crying); I could leave but I would still be charged the remaining nights if I left. I asked to speak with a manager and the person very rudely told me that he was unavailable and I could come down to the lobby to speak with him. Remember, I am disabled and it is not easy for me to just leave the room at the drop of a hat and I did not want to create a scene (not really a scene; just be embarrassed crying my eyes out). I asked if he could call me to discuss; but again the man on the phone rudely said he will call you back at this best number. I asked what the best number he had for me and he replied that he did not know so I asked if I could please give him my cell phone number. His response, "I guess". So, I proceeded to give my number and could tell he had zero interest and did not write it down or notate it in any way. Regardless, I kept my phone glued to me foregoing a shower waiting for a call that never came. This was just one instance. There were MANY more including going to the bar in the lobby and sitting at the bar at the wheelchair section and being passed by NUMEROUS times by both bar tenders; however, when an able bodied person walked up, they were immediately waited on. My best friend and I were dressed very nicely and we are both educated with degrees.Upon checking out, I looked at my portfolio and it was not correct. I had a spa package that included a $150 per day credit at the spa. None of the credits were applied to my portfolio / charges / invoice. So I had to speak to one of the check in/out people and ask her to please go over my portfolio with me. She was a very nice lady and was actually willing to help. She called for the manager so I started to speak with her about my experience(s) and her first question was why I did not speak with a manager sooner so corrections could be made and my trip would be enjoyable. I explained that I tried (see above). She seemed flabbergasted and completely embarrassed. I don't have any kind of high expectations, just getting what I pay for without a fight, without being looked down upon, without condescending attitudes, and just being treated as a regular person. I seriously considered cancelling all my holiday vacation travels that included any Marriott bookings. I will NEVER be back to this particular JW Marriott again. In my room, the air conditioner was incredibly noisy and did not seem to work well. I was on the 24th floor in a corner suite; beautiful room. However, I spent way too much time in the room in bed crying because I was scared to come out of the room as to what would happen next. So all the time and money spent was a trip of laying in bed crying due to treatment received at this hotel. And the resolution? I was given 40,000 Marriott points. Went home, waited a few days to call the Marriott Bonvoy number so I hopefully would not cry trying to explain the horrid time I had at this particular 5 star hotel that I stayed 5 nights at; and unfortunately I ended up crying the entire time. Their resolution? 20,000 Marriott points. What does that even do? Pay for 2 hours at a hotel? Unfortunately, there is no customer service any more and it is all about the bottom line. No matter how they get there.

Update January 9th. No phone call.from Mr. Ron M. General Manager.